The website says my username or password are wrong, but I know they are correct. What's up?

There are a few possible reasons why you might see the "Incorrect Email or Password" error when you are trying to sign in to the web interface and access your account.

  1. Either your email or password is incorrect. Note that the password is case sensitive, and that you need to provide the exact email address associated with your account. If the email address associated with your account is example+spideroak@me.com, then example@me.com will fail, and so will example+spideroak@mac.com.

  2. You have just changed your password and did not give the password change process time enough to complete. Because of the encryption involved, changing your password is not instantaneous. First, the SpiderOak application on your computer must encrypt a new nested set of encrypted keys to protect not just your password but all your data. The application will indicate that it is working during this time. Then those keys have to be uploaded to your account's server, and from there propagate. When you change your password, be sure to let SpiderOak finish its work and its uploading, then wait a couple minutes more before using the new password on the web interface.

  3. You have enabled Two Factor Authorization (2FA) on your account and you are not correctly adding the token to the end of your password. If you've enabled 2FA, remember that you must (1) request and receive a token, and (2) add it to the end of your password. For example, if your password is "password" and you receive the token "12345", then you would enter password12345 in the password field of the web interface login form. To make things harder for the bad guys, no mention of 2FA-related problems are made in error messages. For more information, see our blog post on using 2FA.

  4. The account has been closed.

If you are still unable to access your account or you have any questions, contact us at password@spideroak.com, writing from the email address associated with your account.